Client Interaction Skills

   

Introduction

A pleasant interaction with customers is the primary requirement for an ongoing healthy relationship. This course is designed with all Customer-facing individuals in mind and covers various aspects of client interaction, starting from the qualities required for a person to face customers and moving on to modules that cover email and telephone skills and etiquettes, assertiveness and the art of saying ‘NO’.

 

Target Audience

 All customer facing personnel

 

Course Format

Two-days Interactive Workshop. The workshops are covered in an interactive format, where each individual gets to present during the workshop and be appraised both before the start of the workshop and after attending the workshop.

Course Outline

Customer Interaction – the Essentials

·         Why have a pleasant conversation

·         Self evaluation and case studies

·         Great qualities required for client facing individuals

·         Creating a service oriented environment

 

The Finer Details

·         The introduction and the first 30 seconds

·         Getting your message through

·         Managing different customer personalities

·         Starting to think like your customer

 

Assertiveness – Learning to Say ‘No’ Confidently

·         Different Behaviours – Submission, Assertion and Aggression

·         The Assertiveness inventory

·         3 Steps to Assertion

·         Assertiveness techniques

·         Role play in assertiveness

 

Telephone and email Interaction Skills

·         Telephone skills – answering calls, putting on hold, taking messages, etc

·         Handling complaint calls

·         Do’s and Don’ts

·         email interaction – compiling, replying, forwarding cc, bcc, etc

·         Tips & Tricks, Do’s and Don’ts

·         Case study